The forklift manufacturer Still has revised its service portfolio and is focusing on standardized and digital solutions. The goal is to improve the availability of automated vehicles and systems in warehouse operations and to make maintenance processes more efficient. The focus is on scalable service packages, continuous standardization of technical components, and digital tools such as the "digital twin."
"Service at Still means much more than quick help in case of damage," emphasizes Dyrk Draenkow, Head of After Sales Still EMEA. "Rather, we understand smart service as the holistic view and partnership-based support of our
customers' internal material flows."
Last year, the company announced that it would industrialize its service processes. The basis for this is the standardization of components and procedures, enabling faster spare parts supply and simpler maintenance. A digital twin is created for each automated vehicle in the company's cloud. In case of malfunctions, technicians can configure and replace new hardware on-site using a cloud backup. This significantly reduces downtime compared to previous procedures.
Additionally, service processes are systematically recorded and fed into an internal quality assurance tool. Feedback from the service is directly incorporated into product
development. To maintain direct customer contact, a network of service technicians continues to service all products—including automated vehicles—on-site.
Service package for wear-related repairs, energy supply, and automation
In addition to standardized processes, Still relies on modular service packages. These range from basic maintenance to full-service offerings. Newly added is the "Full Service Smart" package, which focuses on wear-related repairs. The goal is to offer companies economically plannable solutions without integrating unnecessary services.
Separate service packages have also been developed for the areas of energy supply and automation. The "Automation" service package, for example, ensures the
availability of automated systems, both in terms of hardware and software. In addition to on-site service, the company also offers remote support by IT specialists. Furthermore, the serial production of standardized vehicles enables better spare parts availability.
"Especially in dynamic and economically challenging times, companies desire tailored solutions that provide them a certain degree of flexibility," says Dyrk Draenkow. "Modularity is an essential component of successful solution portfolios. This also applies to service."
The adjustments in the service concept followed the increasing demand for reliable system availability, even in dynamic and automated environments, as stated
